FAQ
Getting Logs from Communication Panel
In order to effectively troubleshoot issues on the Client PC side, we often require access to the Logs from the browser and from communication panel. Increase log level to highest setting and then capture Communication Panel logs Log into ...
How to Enable QoS for SAP Contact Center Servers and Communication Desktop (CDT)
How to Enable QoS for SAP Contact Center Communication Desktop (CDT) QoS or Quality of Service describes the way in which packets are tagged to ensure that network devices apply the correct prioritization, allowing the best possible experience when ...
Recording Format for SAP Contact Center (BCM) Prompts
The prompt files must be saved in PCM format in order for SAP CCtr to play them. Specifically, save as .WAV file: Required audio recording format: Bit Rate: 128kbps Audio sample size: 16 bit Channels: 1 (mono) Audio sample rate: 8kHz Audio format: ...
How to Configure Active Directory Sync
This KB article describes the steps necessary for configuring Active Directory (AD) synch with SAP Contact Center for the syncing of users or directory entries. How it Works Once everything is configured, there are two steps to the process: A windows ...
Client Certificates for Single-Sign-On of SAP Contact Center CDT
Single-Sign-On (SSO) can be enabled for SAP Contact Center users. This KB article assumes the backend has been already setup to allow SSO with the Front-End Virtual Unit. For Cloud Edition customers, this is enabled for you automatically. How it ...
BCMForce Screen Pop Search Results
How to Change the Salesforce.com Screen Pop Search Results Sometimes you wish to adjust the screen pop behavior of the BCMForce integration. Specifically around the scenarios of no match, single match, multiple match. Or you wish to restrict the ...
SP 5 - 7 Prerequisites
The Following are the Prerequisites that are required for BCM SP5 release and above. Window 2008 Server needs Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package MFC Security Update. Install the 32-bit version, ‘vcredist_x86.exe’. Link: ...
ShortCut Keys for CDT
The list of available short cut keys can be found at this link: http://help.sap.com/saphelp_bcm70/helpdata/en/a2/b581591249407aabac67dc15328c36/content.htm?frameset=/en/2c/ce69b004ef40438f34a49d579d2508/frameset.htm It is also avaiable under your ...
How much disk space do you need for call recordings?
Begining with SP04 and higher you do have the option to save the file record format as GSM or PCM. The data rate for PCM is 128Kbps with a file size of 960K per minute and the compression factor is 1:1. The GSM data rate is 13.2KBps with a file size ...
BCM 7.0 How to change server and client loglevels
CLIENT LOGS Increase first the loglevel for CDT. Then repeat the problem and collect the client logs. Client logfiles are: - CDT_YYYYMMDD.log - BCMUI_<workstationname>_logs_<date>.<nbr>.txt - BCM_ How to increase the loglevel for one CDT: - Close all ...
Lost Connections to all CDs/ETCs
All agents loose their CDT connection at the same time. In the corresponding logs you see error messages such as: ERR> Lost connections to all CDs/ETCs In the CD logs you may also see message such as: [Cem:XX_Core]: Connection ...
Error message in CDT: "An error has occurred, please restart your workstation"
SAP BCM workstation component were not installed correctly. Contact your IT Support department. If you are Support Technician try first to login to CDT with Local Administrator rights to problematic workstation with the same BCM account. This has to ...
Low volume on BCM call
Could be that your workstation volume settings were changed. You can check this in CDT settings: Change Audio settings if call voice is too low (or high) If client claim that he or she cannot hear you - raise a Mictophone level or make it lower if ...
How to raise the CDT log level
There are a couple ways to bump up the logs at the CDT level. The first is by adding this CDT startup parameter when launching your CDT: http://CDT address/cdt?arg=loglevel=5 Or you can temporarily bump up the logs while in CDT via the phone settings ...
What to do if you hear a "robot-style" electronic voice in BCM call
If you hear something like robot-style electronic voice on BCM call, the reason of that can be a worse data connection quality in the network. Please contact your IT Support and ask Networking Department to check the BCM network. The reason of ...
How to configure a workstation to start using BCM
Prerequisites BCM client workstation need to have the Microsoft Internet Explorer software installed. Procedure of enabling a client workstation to start using BCM To enable using the software in the Internet Explorer, configure workstations in the ...